Complaints

• Initial Complaint

  04/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This business was hired by a friend of mine to provide cleaning services for me, as a gift. They scheduled services with two cleaners for 3/15 at 9 am. About an hour before the scheduled time, the owner called to cancel, stating that our cleaner had called in this sick.This raised a red flag, as we had been scheduled with two cleaners, and told one had called in. I was sympathetic and declined to immediately reschedule, as I was focused on getting my houses cleaned that day.I called multiple times over the following two weeks to reschedule. I never received any response at all.Finally, I wrote a negative review on Yelp. Within minutes I received an email from the owner (who had ignore multiple voicemails that day) claiming that my friend had never paid and stating that they would not reschedule with me.They provided no explanation for their previous cancellation, their repeated failures to respond, or their refusal to serve me. It seems clean that they are in business to scam people by collecting payment for services and then refusing to render services.

  Business response

  04/03/2022

  We received a request from a woman, *****, for a cleaning for her friend: ***********************. The request was for a deep cleaning, which requires two cleaners. We contacted *** to schedule his cleaning, and set the visit for the morning of March 15. On the morning of March 15, one of the assigned cleaners messaged that her son was sick, and she needed to stay home with him for the day. We immediately called *** to explain the situation and reschedule his appointment. He was angry about the change in plans, and rude on the phone. We offered to come the following morning, and he said no. We offered to call back to reschedule and he refused. He said he would call us if he needed us. Please note that nothing had been paid for (we charge for cleanings AFTER they have been completed).

  On March 23, 8 days later, we received a voice message from Mr. Haliczer. On the message, he is angry and accusatory -- he states that he's unhappy that we had to cancel his appointment, and he uses profanity to describe our service. We have a policy not to engage with rude or abusive customers, and we maintain the right to refuse service to customers we determine could be a threat to our team. We did not return Mr. Haliczer's call. 

  On April 1, between 4:20pm and 5:40pm, we we received six voice messages from Mr. Haliczer, each one ranting and accusatory. His first voice message ended as follows:

  "You called me that Wednesday morning and announced that the person who is supposed to see my house had called in sick which made zero sense of any kind because you scheduled to people to clean my house and it was pretty clear. They didn't both get suddenly sick, but you called and canceled because one person had called in sick. This is now my second time calling. But since then you've refused to return my call. So I assume at this point your plan is just to steal my friends money, and I'm really f****** sick of this. Give me a call back before I put you on blast and figure out some way to ruin your business because this is sh***.... you scam artists."

  By the time we had finished our afternoon work and returned to our computer, we has received six nasty voice messages, two nasty emails, a complaint filed on BBB, and a one-star review on Yelp with numerous false statements. 

  In short, no money exchanged hands, we refused service to an abusive customer, and that customer has now set out to "ruin our business". 

   

  Customer response

  04/03/2022

   
  Complaint: 16974885
  
  I am rejecting this response because:

  It is untrue. When I awaken by a call on the scheduled date of service, I was nothing but gracious about it. I did not question why they were refusing to send even one cleaner. I did politely decline to reschedule for the next day, as that date was not available. As I work late nights and had been awakened by this call, I did not have my calendar in front of me. Therefore, I declined to reschedule at that time.

  Several days later, I called to reschedule. I left a perfectly polite message seeking to reschedule. I received no response. I attempted to call several more times, but did not leave additional messages, preferring to wait for a response to my initial message. One never came.

  After a week of waiting for a return call, I did become angry and frustrated. 
  

  However, I still want to know why this company ruined all my plans for the week of service by canceling an entire service when one cleaner was out sick, why they decided it was acceptable to decide to refuse to provide service a) without actually ever communicating that and b) on the basis of me being unable to commit to a reschedule date at 8 am when I was in bed and was suddenly preoccupied with canceling all my work plans for the next two days to do the cleaning myself. 
  

  i would also like to know why they refused to return my very polite voicemail requesting a reschedule. They state that I rude on my initial call with them and on the voicemail I left a week later, but provide zero evidence supporting this assertion. They cant even come up with any explanation of why they decided I was rude. They also NEVER informed me that they were refusing the job. 
  

  Had I known that they are so intolerant of neurodivergent people as to illegally refuse service based on perceived tone of voice, I would not have spent two weeks trying to reschedule with them.

   

  **** have wasted a LOT of my time, caused me a lot of missed work, and been appallingly rude and awful. All because apparently this person didnt like my tone of voice or my inability to schedule a service without my calendar in front of me. 
  

  This is unquestionably a terrible business practice, and other people should know that this company both discriminates against people based on perceived tone of voice and fails both an keeping their commitments and at any kind of reasonable communication standards.

  
  Sincerely,
  
  ***********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩